MOUNT HOLYOKE COLLEGE LIBRARY, INFORMATION & TECHNOLOGY SERVICES Call Center Specialist Reporting to the Manager of Community Technical Support, the Help Desk Technician serves as a first point of contact for those in the Mount Holyoke community seeking technical assistance. Characteristic Duties and Responsibilities: Provides technical support and advice over the phone, via chat, and in person to Mount Holyoke community members seeking technical assistance with technology, including computer hardware and software. Responsible for incident tracking from receipt through closure and follow up with customer, to analysis and assessment. Specific activities include: incident tracking, working with users to resolve issues, reporting and analysis using standard College systems (e.g. Numera Track-It); assessment, triage or referral and assignment of incoming Help Desk work requests; coordination of issues and resolution within LITS departments; and communication with MHC community. Develop thorough, accurate documentation of procedures and best practices for future reference. Mentor and assist Help Desk student worker team as well as provide leadership and technical support for Student Diagnostics Center. Perform system imaging and installation for Tier II computer support using standard College systems (e.g.Symantec Ghost) Keeps abreast of new trends, tools, opportunities, and campus needs. Contributes to a continuous process of assessment to ensure the CTMS Department’s success in advancing the College’s evolving goals in light of pedagogical, information, and technology changes. Assists the Manager of Community Technical Support in identifying, planning, and implementing the best solutions for Mount Holyoke. Serves as member of the CTMS team and works collaboratively to plan and achieve LITS Division goals and priorities, participates in College and Five College committees, and engages in other professional activities related to the duties of the position. Ensures compliance with professional and technology standards, license and regulatory requirements, and MHC standards, policies, and procedures. Maintains a high level of quality customer service standards responding to questions and problems. Develops strong working, collaborative partnerships within LITS, with the College community, Five Colleges, and others to proactively identify, recommend, facilitate, and implement appropriate and effective policies, services, resources, support, and procedures that improve the ability of the College community to accomplish its teaching, learning, research, and administrative goals. Evening and weekend work, as necessary. In some circumstances, it may be important to assist during adverse weather and emergency situations to ensure essential services and service points are covered. Performs related duties as assigned. Qualifications/Skills: Associates or Bachelor’s degree in an area that relates to Help Desk and technology services preferred, but we welcome and will consider otherwise qualified candidates with credentials that support the requirements of the position. The position requires a minimum of three years of professional experience with Help Desk operations and customer service. Experience with Numera Track-It, a plus. Help Desk (HDI), Microsoft, or Apple certification preferred. Additional experience may be substituted for certification. Applicants must have a broad knowledge of computer hardware (Macintosh, Windows, and handheld and peripheral devices) and software used in MHC’s academic environment, such as Microsoft Office and the Adobe Suite, and demonstrated experience in diagnostics and troubleshooting in a multi-user, networked environment. Excellent oral and written communication, organization, and problem solving skills and the ability to work independently with minimal supervision. This position works within a collaborative team where effective daily communication is critical. Maintain a professional and tactful approach in all interactions, ensuring confidentiality and an individual’s right to privacy regarding appropriate information. Flexibility to accept, manage and incorporate change and the ability to manage multiple tasks and priorities simultaneously and effectively in a fast-paced, high-stress environment. Enthusiastic service orientation with sensitivity to the needs of users at all skill levels; the ability to convey technical information to a non-technical audience is essential. Creativity, with a passion for supporting a collaborative work environment. Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others. This is a full-time position, working 8.30-5pm, Monday-Friday, evening and weekend work as necessary. May be required to work on some college holidays. The physical demands of the position include: a. Visual ability to read computer screens and printed materials; b. Hearing and speaking abilities to effectively communicate via the telephone and in person. c. Ability to stand, walk, climb stairs, and freely traverse campus. d. Ability to lift up to 25lbs as needed. |
